When you think of a convenience store, you probably imagine a 7-Eleven or similar type of store. The concept of the convenience store was to be easier to do business with – a place to quickly and easily purchase the necessities of life, everything from a carton of milk to a Slurpee®. But, as easy as it is to stop by the convenience store on the way to or from work, nothing is as easy as doing business with Amazon.
In my upcoming book, The Convenience Revolution, I write that the next competitive differentiator will be convenience. This takes an organization’s customer experience to another level. For some companies, that’s been their core strategy. But, most companies don’t focus their marketing around the idea of convenience. Yes, they focus on customer service and CX, yet that may not be enough. It’s only the beginning.
